Job Title: Service Desk 1 / SD1 (Customer Service)
NTE Rate: $28.75
Will close to submissions: Wednesday 9/12/2018 at 10:00am EST
Interviews: Onsite interviews required
This Customer Service position is expected to last three months.
Years of Relevant Experience: 1 to 3 years
Preferred Education: Prefer two years of post secondary training in field of specialty; may accept equivalent education and experience combined.
Role Description:
This resource will join the Customer Service Center team. Duties will Include:
- First level of support for external customers
- Provide accurate and complete answers to customers
- Receive telephone calls and e-mails from customers
- Use IT Management System to create and assign tickets
- Ascertain the nature of problems, issues and connect the customers to the appropriate resource
- Escalate problems in accordance with defined procedures.
- Use Knowledge base to research problems and find solutions
- Manage and report time spent on all work activities.
- Follow quality standards
- Ability to work in a team environment
- Complete assigned tasks
- Strong communication skills; both written and spoken
Required Skills:
- 1-3 Yeas of Customer Services Experience
- 1-3 Years if Experience with MS Exchange, Office and Excel. Must have work related or recent education experience.
- 1-2 Years of call center experience is highly preferred but not mandatory
Soft Skills:
- The ability to comprehend and retain knowledge
- Strong communication skills; both written and spoken
- Maintaining a professional demeanor in all situations.
- Demonstrating patience while determining caller’s needs.
- Using customer service techniques to effectively manage challenging customers.
- Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.
- Engaging the appropriate person/department to solve a problem for a member or employer
